Rakesh | UI/UX Product Designer Dubai

02-10

IndiGo Airlines

IndiGo Airlines is a prominent player in the aviation industry, committed to providing top-notch services to its passengers. This case study focuses on the transformation of the IndiGo mobile app’s user experience, enhancing the booking process, check-in procedures, seat selection, and real-time access to flight information. The existing app faced significant user experience challenges, including accessibility, consistency, system status visibility, and a lack of visual hierarchy.

Role

Product Designer

Year

2018

Skills

UX Audit & Research
Wireframing
User Experience
UI Design
Prototyping

Team

Myself

Problem Statement

The current airline booking app lacks a user-centric approach, resulting in a subpar booking experience. Key issues include:

Splash: Missing emotional connection and inconsistent design.
Onboarding: Lacks user control due to the absence of a Skip button.
Landing: Overwhelming amount of information and unnecessary scrolling, distracting from the primary action of searching for flights.
Search Results: Poor organization, lack of visual hierarchy, and inconsistent placement of information.

Impact

Users feel disconnected from the brand due to missed opportunities to build trust and emotional connection.
Increased frustration and inefficiency during critical booking tasks.
Reduced usability and potential abandonment of the app.

Goal

To create a smooth, fast, and user-centric booking experience that strengthens emotional connection and trust, ensuring users can efficiently achieve their booking goals.

Solution

Splash

The splash screen has been improved by introducing a simple, welcoming design to create a positive first impression. A localized and personalized feel has been added by featuring a famous city landmark, as shown in the High-Fidelity Mockups. Branding consistency is ensured with uniform fonts and cohesive visuals.

Onboarding

Added a Skip button for enhanced user control and flexibility.
Removed redundancy by streamlining functionality.

Landing

Reduced information overload by prioritizing the Search for Flights action.
Minimized unnecessary scrolling to focus on user needs.

Search Results

Improved visual hierarchy and organized information for better readability.
Grouped related details to streamline decision-making.

Process

Research

Conducted a competitive analysis of airline and travel apps to identify strengths and weaknesses.
Evaluated user pain points and areas of improvement in the current app.

Design

Wireframing: Developed low-fidelity layouts to conceptualize solutions.
Iteration: Refined wireframes based on usability feedback.
High-Fidelity Mockups: Created polished designs showcasing visual improvements.